Creating acustomer-first culture

The challenge:

Nectar had enjoyed many years of success based on its close relationshipswith its retail partners. But it was not as well connected to its consumers –the millions of people with a Nectar card in their wallet. To stay relevant,it needed to get a lot closer to their needs, lives and expectations.

The challenge:

Nectar had enjoyed many years of success based on its close relationships with its retail partners. But it was not as well connected to its consumers – the millions of people with a Nectar card in their wallet. To stay relevant, it needed to get a lot closer to their needs, lives and expectations.

What we did:

Fathom created and delivered a six-month customer first programmeto inspire employees to innovate and drive relevance with their consumers.

Impact:

95% of employees increased their understanding and sense of connection to their customers.93% of employees said they are much clearer how they can improve their customers’ experience.

“Fathom worked swiftly and effectively with some challenging deadlines. They were really creative and flexible. Working with Fathom inspired me and the team to far-exceed our original objectives. The legacy will be long lived.”

Eve Essien, Customer Experience Manager, Nectar Customer Marketing

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